- First vendor to support entire Linux environment, from data center to
desktop
- Extensive enterprise expertise and global support network provide
customers comfort level in Linux deployments
- Server-based and small business Linux support initiatives complement
enterprise offering
WALTHAM, Mass., May 12 /PRNewswire/ -- Novell (Nasdaq: NOVL) is expanding
its Premium Service(SM) support program to cover its Linux offerings, becoming
the only software company to provide comprehensive enterprise-level support
for a customer's entire Linux environment, from servers to desktops to
laptops. Novell's Premium Service supports customer deployments as a whole,
not on a product by product basis, giving customers the flexibility to
evaluate and adopt new Novell solutions, including Linux*, without having to
add an additional support contract as other vendors require. Novell also
announced technical support options for smaller companies that allow them to
purchase support for SUSE(R) LINUX servers or other Novell(R) Linux products.
Backed by Novell's 20-year history in enterprise software and the most
extensive global support organization of any Linux vendor, the Premium Support
program helps give customers the confidence they need to run their business on
Linux.
"Customers have long relied on Novell to provide enterprise-class support
services for mission critical environments," said Bob Couture, vice president
of worldwide services for Novell. "Now they can depend on Novell to provide
that same level of service as they adopt Linux technologies within their
business. Novell's recent acquisitions of Ximian and SUSE, as well as our
strategic partnerships with IBM, HP, and others, have helped Novell create a
trained, experienced force of hundreds of Linux experts, and our global reach
means help is literally around the corner for customers who need it."
Industry research shows that technical support is an important issue for
enterprises considering adoption of Linux. In its 20-year history, Novell has
been recognized for its comprehensive, high quality support services for the
enterprise. Built on proven technical expertise, consistent methodologies,
global delivery capabilities, and strategic partnerships, Novell Premium
Service has become an integral part of most enterprise contracts with Novell.
By expanding the same comprehensive support program to its Linux customers,
Novell alleviates technical support concerns for corporate IT buyers. In
addition, since Novell Premium Service treats the organization's entire
deployment as a whole, not on a product by product basis, customers can add
additional Linux services, for example, desktops or servers, without an
additional support contract, a model unique in the existing Linux support
market.
"Customers making the move to open source, including Linux, need assurance
that there will not be a decrease in the level of support they are accustomed
to," said Christine Tenneson, Program Manager, Network Lifecycle Services and
Software and System Support Services at IDC. "Novell is an example of one
vendor that has recognized the need for mission critical support services
designed specifically for a Linux environment, and is addressing the need
through its Premium Support Services offering."
With Novell's Premium Service for Linux, customers gain access to:
-- More than 600 Linux support engineers.
-- A distributed on-the-ground presence, with nearly 70 percent of support
engineers in the field to provide quick access and responsiveness.
-- Ten customer support centers worldwide, including centers in North
America, Europe, Latin America, and Asia.
-- Multiple services level options, ranging from basic phone support to
dedicated, onsite support engineers.
-- Tiered levels of remote and managed services, with Novell technicians
proactively monitoring the network to ensure Novell Linux systems are
always running smoothly
-- Flexibility to expand supported Linux solutions within the organization
without the need for additional support contracts, unlike the more
restrictive server-based options available from competing vendors.
"It's great to see Novell bring a level of maturity and expertise to Linux
that will only improve what an open source platform has to offer," said
Stephen R. Bennison, Director of Information Technology, Operations Center,
University of Louisville. "We've been running large-scale enterprise systems
for many years and know it's essential to have confidence in our technology.
Novell's support for Linux generates a whole lot of comfort."
Complementing the Premium Service offering, Novell is also announcing two
new support programs for companies interested in deploying Novell Linux
solutions on a more limited basis. Customers can buy single server-based
support for SUSE LINUX Enterprise Server, paying only for the individual
server(s) they choose. This provides a low-cost, yet comprehensive technical
support foundation for deploying Linux at the server level. In addition,
Novell is launching a Small Business Linux Support initiative, which delivers
technical support on a range of Novell SUSE LINUX and Ximian(R) products, both
at the server and desktop level, for companies with relatively small Linux
deployments. Products covered include Novell Red Carpet Enterprise(TM), Novell
SUSE LINUX Enterprise and Standard Server, Desktop and OpenExchange Server,
and the Novell Ximian Desktop and Evolution(TM) Connector for Microsoft
Exchange.*
For more information on Novell's Linux support offerings, visit
http://support.novell.com/ .
About Novell
Novell, Inc. is a leading provider of information solutions that deliver
secure identity management (Novell Nsure(TM)), Web application development
(Novell exteNd(TM)) and cross-platform networking services (Novell
Nterprise(TM)), all supported by strategic consulting and professional
services (Novell NgageSM). Active in the open source community with its
Ximian(R) and SUSE(R) LINUX brands, Novell provides a full range of Linux
products and services for the enterprise, from the desktop to the server.
Novell's vision of one Net -- a world without information boundaries -- helps
customers realize the value of their information securely and economically.
For more information, call Novell's Customer Response Center at
888-321-4CRC (4272) or visit http://www.novell.com . Press should visit
http://www.novell.com/pressroom .
NOTE: Novell and Ximian are registered trademarks; Nsure, exteNd,
Nteprise, Evolution, and Red Carpet Enterprise are trademarks; and Ngage and
Premium Service are service marks of Novell, Inc. in the United States and
other countries. SUSE is a registered trademark of SUSE LINUX AG.
* All third-party trademarks are the property of their respective owners.
SOURCE Novell, Inc.
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Related links:
http://www.novell.com
CONTACT:
Bruce Lowry of Novell, Inc., +1-415-591-6523,
or blowry@novell.com
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